COBRA Account Manager

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Essential Functions / Duties / Responsibilities

• Manage day-to-day interactions, business reviews, and reporting for customers within the assigned customer group/portfolio.
• Demonstrate strong research, follow-up, and communication skills.
• Project-manage assigned customer initiatives such as Open Enrollment (liaison with the customer, third parties, and internal service delivery teams).
• Assist with other customer groups as needed during peak periods.
• Respond accurately and timely to customer escalations.
• Collect and analyze data to identify and communicate trends both internally and externally.
• Partner with Service Delivery Leads to share feedback and customer changes that may impact volume or service delivery.
• Form strong partnerships with relationship owners across OSV who share responsibilities for the same customers within the assigned customer group. Examples include Service Delivery Leads, Specialists, and teams supporting Employee Services service delivery (Customer Success,  Managed Payroll, etc.).
• Participate in and communicate insights from lessons learned, discovery sessions, and development activities with Leadership and Account Managers to support consistency and best-practice documentation.
• Partner with the Readiness team to ensure a seamless transition of new business into production for the assigned customer group (activities may include testing, introductory meetings, and specialist readiness).
• Assume other duties as assigned by the Manager.

Competencies

• Analytical skills
• Attention to detail
• Customer service experience
• Ability to multi-task
• Professional communication skills
• Ability to work independently
• Flexibility and adaptability
• Sound decision-making and judgment
• Strong interpersonal skills and ability to promote team spirit
• Professionalism, punctuality, and strong follow-through
• Ability to work in a fast-paced environment and manage sensitive, confidential issues

Supervisory Responsibility

This position has no supervisory responsibilities.

Qualifications and Experience

• High school diploma required; bachelor’s degree preferred
• Some travel required (< 25%)
• 1–3 years of account management experience, preferably within a Benefit Administration
• Experience with COBRA and Consumer Direct Health plans preferred
• Proficiency with reporting tools and analytics
• Strong interpersonal skills; ability to promote team spirit and exhibit professionalism
• Proficient PC skills (Microsoft Office, Outlook, HRIS, etc.)

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.